Freelancer profile translated to English.

Description

I lead the deployment of chatbots and live chat solutions to improve user experience and reduce the burden on support teams. For 10 years, I have been supporting complex organizations in their conversational transformation: from journey design to production, including team training and continuous performance optimization. I have deployed 5 chatbots in 20+ regions, trained 250+ agents, and structured knowledge bases to improve the quality and speed of responses. I am proficient in Dydu, Mayday, and the main market AI tools (Claude, ChatGPT, Loom AI, Perplexity). I work with customer service teams, IT departments, and digital divisions who want to make conversational AI a real operational lever, not a gadget.

Industry field of expertise

Languages

French
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

Urssaf Caisse Nationale
Digital Support Officer
June 2021 - Today (5 years)
93100 Montreuil, France
Lead the deployment of chatbots & live chat to improve user experience. Design journeys and deploy 5 chatbots and live chat (20+ regions). Optimize the knowledge base and response performance. Train and support 250+ agents. Provide functional/technical support and continuously improve journeys.
Urssaf Ile de France
Telephone Operator / Technical Referent
May 2016 - February 2021 (4 years and 9 months)
Paris, France
Handle incoming calls and provide L1/L2 user support. Qualify and resolve complex incidents. Support and train users. Monitor and manage ticket handling (traceability, updates). Process urgent and sensitive requests. Continuously improve processes and service quality.
Les Compagnons du devoir
Project Officer
October 2014 - September 2015 (11 months)
Tours, France
Prospect companies by phone to promote the apprenticeship tax. Advise and assist with payment procedures. Follow up and remind contacts to secure commitments. Contribute to resource collection and development. Connect young people with partner companies. Support internships and work-study placements.